Complaints Specialist

Job description

Description Job Family: Business OperationsResponsible for the day-to-day operations of the company's business units. Aims to deliver superior service to clients by driving and optimizing the effectiveness and efficiency of people, processes and technology thereby enhancing financial performance, increasing investment capacity, and managing risk. Builds the sustainable repeatable capabilities that support delivery of the highest standards of service and execution. Analyzes and reviews data tools, business processes and operational standards to execute service delivery. Evaluates and ensures that operations meet company objectives, business needs, service agreements and relevant requirements. Researches and monitors external landscape to identify developments and translate them into operational implications for the company.Job Function: Auto Loan & Lease Customer ServiceActs as a primary point of contact to assist consumer loan customers in resolving account issues and questions. Researches and escalates as appropriate. Ensures adherence to internal policy and external regulations. Supports respectful customer experiences throughout life of loan.Summary of Responsibilities:The Specialist, Complaints Management is responsible for assisting customers in all areas of Customer Advocacy. S/he effectively diffuses and resolves customer disputes across all business units/processes, delivers best-in-class customer service, and appropriately escalates concerns when necessary.Essential Functions:Maintain Social Media intake process up-to-date.Monitor complaints throughout all of our Social Media platforms.Partners with loan operations and support departments to identify root cause of issues and solutions to increased levels of complex escalated complaints as evidenced by amount of research.Delivers quality customer service experience focused satisfying the customer during the complaint resolution process.Evaluates phone calls, when applicable, to ensure consistent practices in accordance with policies, procedures and all state/federal laws.Calibrates with peers and management on previous resolutions and calls to ensure accuracy of handling and process.Cross trains in multiple departments and disciplines to increase overall knowledge and allow for quicker complaint resolutions.Maintains a comprehensive working knowledge of all systems, business processes, departmental issues, and policies and procedures.Escalates all identified gaps and/or trends to leadership.Support other departments within the Executive Office with administrative tasks.Other Functions:Other duties as assigned.Requirements:Education -Bachelor's Degree: Business, Finance or equivalent field.or equivalent work experience: Equivalent combination of education and experience.Experience -0-3 years Servicing/Originations role or related experience.Skills & Abilities - Proficient understanding of Auto Finance and/or related field.Demonstrates proficiency in all complaint types and independently and thoroughly researches multiple subjects across multiple systems and departments.Demonstrated experience in successfully addressing urgent high risk customer situations.Displays conversational skill important to our Customer Experience such as empathy, sincerity, ownership, listening, confidence, and conflict management.Ability to identify complaints with potential regulatory impact.Ability to take on additional projects and responsibilities as needed.Ability to determine defects or errors in process or procedure.Demonstrates ability to confirm and check for understanding of communication.Ability to adjust to new developments/changing circumstances.Ability to work in a fast paced, rapidly changing environment.Ability to build and foster internal and external relationships.Ability to educate customer on a service or product solution.Ability to present information or solution in a clear and concise manner.Ability to question, accurately identify a need and present an effective solution.Ability to adhere to policies, procedures, and instructions of management.Ability to work effectively as a team member.Strong written and verbal communication skills.Strong problem solving, influence, and negotiation skills.Strong analytical and problem solving skills.Ability to travel to multiple facilities.Diversity: Employees desiring consideration should complete an online application, utilizing the appropriate process as subscribed by the posting entity. Employees should provide all pertinent information to support their candidacy.To be considered eligible for internal posting, Santander employees must meet all of the following eligibility requirements: Completion of at least one year of active service in Santander. Completion of at least twelve months in current position. Be in Good Standing.Please click here to see the full policy - Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams. We encourage everyone to apply.Competencies:Collaboration - Conflict Management:Foundational - Learning and DevelopingDemonstrates concern for treating people fairly and equitably Customer Focus - Issue Ownership:Foundational - Learning and DevelopingResponds promptly to customer inquiriesTakes responsibility for issues and, with assistance, works to find a solution Execution - Accountability:Foundational - Learning and DevelopingMaintains professional behavior at all times in representing the companyDoes all routine work accurately and on-time; is aware of own impact on others Influence - Two-way communication:Foundational - Learning and DevelopingCommunicates clearly and preciselyListens carefully and asks questions to clarify understanding Problem Solving - Problem Identification:Foundational - Learning and DevelopingDefines issues accurately and identifies the critical components Problem Solving - Resourcefulness:Foundational - Learning and DevelopingAccurately identifies resource requirements to solve basic problems Problem Solving - Solution Definition:Foundational - Learning and DevelopingCollects data and relevant facts to communicate problemsPresents the general outline and direction of the solution Risk Management - Knowledge of Risk Management Policies, Regulations, Processes and Procedures:Foundational - Learning and DevelopingLearns about and diligently follows established risk management policies, processes and procedures Working Conditions:Frequently: Minimal physical effort such as sitting, standing, and walking.Occasional moving and lifting of equipment and furniture is required to support onsite and offsite meeting setup and teardown.Physically capable of lifting up to fifty pounds, able to bend, kneel, climb ladders.Employer's Rights:This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason. AN EQUAL OPPORTUNITY EMPLOYER M/F/Vet/Disabled/SO